Debonairs Reservoir Hills Pathetic Manager

Debonairs Pizza Reservoir Hills

On Saturday, 26 October 2019 I had placed an order via the Debonairs Pizza app and I was shocked to see that I needed to pay a deliver charge of R10.00. As far as I can remember, I've never had to pay a delivery charge in the past as I live only a few kilometers away from the store. Furthermore, the Pizza box as well as numerous branding in store indicates "FREE DELIVERY".

After placing my order on the app and adding delivery as it was compulsory, I called the store to ensure that they've received my order, to which they acknowledged. I thereafter asked what the waiting time would be and was told it would take an hour to get to me. Seeing this as an unreasonable time frame, I opted to collect rather than wait an hour for delivery. Considering the branch had 2 available vehicles, I can't understand why a paid delivery service would take this long.

Upon arriving at the store, I was told that the delivery fee of R10.00 could not be removed from the system as it was an online order. I find this extremely unacceptable as this should be a simple removal of the delivery line as I incurred the cost of coming to the store to collect this. I know R10.00 is not a large amount of money but it is the principal behind it.

I had asked to speak to the store manager as the cashier was extremely rude about not removing the delivery fee. As it turns out, the store manager was the cashier I was dealing with. This to me was an absolute disappointment as someone in a managerial position in the retail service industry should be collective about dealing with a paying customer. Instead, all I received was a ton of arrogance and refusal to assist. After a long argument, I remembered that I have children waiting for this food at home and paid the full, ********* amount and left. Had there not been 3 other customers waiting in line witnessing this blatant disrespect to a customer, I would of actually waited until I got the owners contact details.

I am appalled that someone of this nature can be placed in a managerial position. Clearly the criteria of a store manager was not taken into consideration when employing this woman. She is a disgrace to the Debonairs brand and to the retail industry, of which I hail from. I on the other hand take customer satisfaction to extreme heights and go out of my way to ensure my customers are happy. When asked to speak to the store owner, she advised that he was not available hence I am writing to you instead.

If this complaint could find its way to him, I would really appreciate it.

Needless to say, I will never again support the Reservoir Hills branch as I do not believe in paying hard earned money for a pathetic service.